Field Service Coordinator, Phoenix

Job Title: Field Service Coordinator, Phoenix

Reports to: Director, Field Service Operations

Location: Phoenix, AZ

Summary

The Field Service Coordinator, Phoenix, will work in conjunction with the Field Service Coordinator, Allentown, to support the Field Service Technicians thereby coordinating and scheduling activities for installations, repairs, and maintenance tasks according to the SCAI protocols as well as Customer/Client requirements. This position reports into the Director, Field Service Operations.

Job Responsibilities 

· Manage service requests and prioritize them based on urgency and customer needs.

· Respond to emergency customer requests and coordinate team and resources until response to internal and external clients is delivered.

· Develop and maintain a schedule for preventive maintenance of equipment at customer sites.

· Maintain an on-line calendar and collaborate with the Director, Field Service Operations on assuring the correct service coverage. This role will work in the later part of the work day as an adjunct to the Allentown based Field Service Coordinator.

· Serve as a back-up to the main point of contact for customers regarding service inquiries and updates.

· Communicate service schedules, delays, and any changes effectively to customers.

· Maintain accurate records of service requests, technician assignments, and job completion status.

· Prepare and submit reports on service activities, customer feedback, and performance metrics.

· Monitor inventory levels of parts and equipment needed for field service operations.

· Ensure technicians have the necessary tools and resources to complete their tasks.

· Ensure compliance with company policies, safety standards, and industry regulations.

· Follow up with customers post-service to assess satisfaction and address any concerns.

· Provide administrative support to field service teams as needed.

· Assist in training new staff in service coordination processes and tools.

· Maintains excellent communications with customers, internal departments etc. to ensure positive relations, satisfaction and follow-up.

· Monitor and escalate warranty issues working with the quality management team to resolve and improve processes and deficiencies.

· Prepare customer service logs and internal service records.

· Participate as a core team member on projects.

· Work alongside Director, Field Service Operations to reduce overtime and increase team efficiency.

· Work with logistics and shipping companies to organize urgent shipments for customers or jobs.

· Be available to respond to critical emergency situations after hours (approximately 5% annually at the present time.)

Qualifications and Requirements

· Associate’s degree in Business Administration, Logistics, or a related field preferred.

· Strong communication, analytical and technical skills

· Previous experience (3-5 years) in field service coordination, scheduling, or a similar role is highly desirable.

· Proficient in Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) as well as Computerized Maintenance Management System (CMMS) with field service focus software as a plus.

· Good Project Management skills. Understand critical tasks needed to complete projects in a timely manner. Capable of providing accurate labor and material cost estimates.

· Strong customer service skills.

· Strong organizational and multitasking skills.

· Excellent verbal and written communication abilities.

· Problem-solving mindset with attention to detail.

· Flexibility in off shift scheduling.

· Experience with preventative maintenance.

· Strong skills in Microsoft Office, Excel, and other software programs needed.

· Strong technical acumen.

· Ability to operate a fork lift and move SCAI product weighing at least 50 lbs..

· Warehouse experience and inventory control experience preferred.

Competencies

· Communication

· Verbal, written communications, and presentation skills are clear, concise, and courteous. Actively listens (attentive) – responds in a clear, concise, and timely manner. Efficiently and effectively communicates both in writing and speaking. Actively listens.

· Customer Orientation

· Able to work with internal and external customers to understand needs. Considers impacts on both internal and external customers; prioritizes and responds to customer needs. Able to resolve issues efficiently and effectively in a timely manner.

· Project Management

· Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and within budget; manages project team activities.

· Problem Solving

Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason when dealing with emotional topics.

· Teamwork

Demonstrates a willingness and ability to cooperate and work with others to achieve shared goals.